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scottielands
Beginner

‎06-08-2023 18h30 - edited ‎06-08-2023 18h30

1,856 Views
Message 1 of 8

Why is the renewal price almost doubling at checkout?

Hello 

I have just finished a Halo2 contract (in Feb) and want to arrange a Full Fibre 500 package at £39.99 a month.  When I log in with my account details, and go to checkout it says Full Fibre 500 £64.99 and I CANNOT change it. 

As per usual I cannot get through to BT, chat doesn't work and there is no way of sorting this so I am just becoming more and more frustrated.  The app is pointless as you can't set this up on the app either.  

Please can anyone help?  Why is the price £39.99 showing as £64.99 for an existing customer? 

Thank you 
Sarah

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7 REPLIES 7
imjolly
Distinguished Sage
Distinguished Sage

on ‎06-08-2023 18h41

1,834 Views
Message 2 of 8

Re: Why is the renewal price almost doubling at checkout?

Are you keeping the halo add on? Are you keeping the ability to make/receive calls on your home phone?  The price you are quoting is broadband only



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scottielands
Beginner

on ‎06-08-2023 18h44

1,827 Views
Message 3 of 8

Re: Why is the renewal price almost doubling at checkout?

I don't want to keep the Halo add on but I cannot see anywhere that says to remove it.  I have just selected Full Fibre 500 at £39.99 and £5 pay as you go calls - I don't want anything else just the broadband and the £5 call package but on checkout it says £66.99. 

I assumed the current package would just cancel since it is out of contract and I am renewing?

Thank you so much. 

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VeteranISPUser
Recognised Expert

on ‎06-08-2023 18h51

1,820 Views
Message 4 of 8

Re: Why is the renewal price almost doubling at checkout?

Hi @scottielands   As an existing customer, you will never get a new customer price (they already have you). Especially, if you have Halo. They seem extremely reluctant to take it off once you have it. I had to leave and order another ISP (you have to really mean it) before BT offered a package (without Halo) with the same speed at half the price that I was paying.

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scottielands
Beginner

on ‎06-08-2023 18h54

1,814 Views
Message 5 of 8

Re: Why is the renewal price almost doubling at checkout?

Thank you - I have read this online, people saying that BT won't release you from Halo.  ABSOLUTELY not having that - I will happily leave if this is the case.  Thank you for the advice. 

 

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VeteranISPUser
Recognised Expert

on ‎06-08-2023 19h13

1,799 Views
Message 6 of 8

Re: Why is the renewal price almost doubling at checkout?

Hi @scottielands   It is interesting, in my "special" offers, I can now add Halo to my package and only pay 120% more!

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Crimliar
Recognised Expert

‎06-08-2023 21h09 - edited ‎06-08-2023 21h22

1,753 Views
Message 7 of 8

Re: Why is the renewal price almost doubling at checkout?

120% more so (100+120) 220% of the original price?

 

*So looking into this I'm being offered BT TV Pro at a price that would make long-time subscribers cry!


I only learn by making mistakes and owning up to them - boy do I learn a lot!
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VeteranISPUser
Recognised Expert

‎07-08-2023 8h26 - edited ‎07-08-2023 8h34

1,667 Views
Message 8 of 8

Re: Why is the renewal price almost doubling at checkout?

@Crimliarwrote:

120% more so (100+120) 220% of the original price?

Hi @Crimliar 

Sorry, I grossly underestimated the increase. The actual "Online Exclusive"  is 196% more or 296% of the current price. This was the package I was on before.

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